Grandstream Networks, connecting the world since 2002 with award-winning unified communications and networking solutions, announced an integration between its SoftwareUCM IP PBX platform and QueueMetrics, the call center monitoring and reporting platform developed by Loway. The integration, supported starting with SoftwareUCM version 1.0.1.4, allows organizations to combine the flexibility and affordability of SoftwareUCM with the advanced queue management, real-time monitoring, and historical reporting capabilities of QueueMetrics — delivering a complete, enterprise-ready call center solution.
A Unified Path to Call Center Functionality
Businesses of all sizes increasingly need contact center capabilities without the cost or complexity traditionally associated with dedicated call center platforms. By pairing SoftwareUCM’s robust unified communications feature set with QueueMetrics’ purpose-built call center tools, organizations can now deploy a solution that covers everything from call routing and voicemail to agent performance tracking, real-time queue dashboards, and detailed historical analytics – all built on a foundation customers already trust.
SoftwareUCM was designed to give businesses a powerful, cost-effective alternative for unified communications that provides more control and customization. Through its integration with QueueMetrics, that value extends into the call center space, providing customers and partners a clear path to building sophisticated customer service operations.
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QueueMetrics, developed by Loway, is a leading global call center platform known for its real-time agent monitoring, customizable wallboards, and in-depth reporting on queue performance, service levels, and agent productivity. With this integration, QueueMetrics can now connect directly to SoftwareUCM deployments, pulling call data and queue events to give supervisors and managers the visibility they need to run efficient, data-driven operations.
Together, the two platforms give organizations enterprise-level call center capabilities at a fraction of the cost of legacy contact center systems. Key capabilities enabled by the integration include:
- Real-time call queue monitoring and wallboard displays
- Detailed historical reporting on queue performance and service levels
- Agent productivity tracking and performance analytics
- Improved visibility for supervisors managing multiple queues and agents
A scalable foundation for growing customer service and call center operations
SOURCE: Grandstream